Pasteurizing Systems, Processes, and Policies Presented by Dr. Jim Black

“In a battle between good people and bad systems, the good people always lose.” Source: W. Edwards Deming

Is our website organized properly? Are policies administered How do our policies add value? Are policies administered consistently? What are the bottlenecks in our process? Does our SIS perform adequately? Is our website organized properly? Need Help!

Determine what systems, processes, and policies are needed. Perform a gap analysis Address identified gaps Reengineer the service Manage service expectations Deliver optimal performance consistently

Critical Systems Student information system Website Web self-services Enterprise portal Email system Phone system CRM software Social networking tools

Critical Systems Knowledge management Student handoff protocols Message handling protocols Chain of command protocols Service delivery parameters Service recovery plans

Critical Processes Campus visits Student inquiries Student enrollment Academic advising and registration Paying for college Class scheduling Degree planning

Critical Processes Student learning Academic support Personal support Student life Maslow’s Hierarchy Graduation Career services Alumni services

The Campus Visit Experience Welcome to Our School

Critical Policy Review Annual policy review Policy awareness/understanding Policy administration Policy exceptions Policy compliance Policy communication

Critical Policy Review Alignment with institutional mission and values Alignment with service philosophy Alignment with “Student Bill of Rights” Learner-centered

Student Tolerance Level Unreliable systems, confusing or cumbersome processes, and brutal or inconsistently applied policies cause far more student dissatisfaction than employee attitudes.

The bottom line… There is no chance to create a WOW service experience if systems, processes, and policies are dysfunctional or unreliable.